1. National Medtrans Network & CenterLight NON EMERGENCY MEDICAL DRIVER ORIENTATION / INSERVICE Day:____________Date:____________

2. AMBULETTE / CAR SERVICE Driver Guide to “Non Emergency Medical” Transportation

3. What Is CenterLight CenterLight is a Family of Health Services. We provide health care and health related services to the frail and elderly and disabled adults who might otherwise need to live in a nursing home. As a PACE program, CenterLight’s goal is to improve the health and quality of life for our patients. CenterLight is a Family of Health Services. We provide health care and health related services to the frail and elderly and disabled adults who might otherwise need to live in a nursing home. As a PACE program, CenterLight’s goal is to improve the health and quality of life for our patients.

4. YOUR ROLE You will be bringing our patients from their homes to doctor’s appointments and to our Day Health Centers. You will be bringing our patients from their homes to doctor’s appointments and to our Day Health Centers. National Medtrans Network works closely with your dispatchers to arrange your routes and solve any problems. National Medtrans Network works closely with your dispatchers to arrange your routes and solve any problems.

5. YOU CAN HELP US BY: Maintaining patient safety. Maintaining Professionalism. Maintaining patient privacy. Remember a SMILE goes a long way.

6. Remember, you represent your company, But to our patients, you represent us CenterLight Healthcare & National Medtrans

7. Verbal Communication There are 4 areas to be aware of There are 4 areas to be aware of 1.How to approach the person 2.What to say 3.How to give instructions 4.How to react

8. How To Approach the Person Approach from the front- This will avoid surprising the person Approach from the front- This will avoid surprising the person Eliminate distractions- Turn off the car radio. This will help the person hear you clearly and focus on what you are saying Eliminate distractions- Turn off the car radio. This will help the person hear you clearly and focus on what you are saying Touch the person only after he or she sees you- This to will avoid Surprising the person and help him or her concentrate on you Touch the person only after he or she sees you- This to will avoid Surprising the person and help him or her concentrate on you

9. Speak calmly and in a pleasant voice-Your tone, posture and facial expressions set the mood for the conversation Speak calmly and in a pleasant voice-Your tone, posture and facial expressions set the mood for the conversation Make eye contact – This helps the person know that your attention is focused on him or her Make eye contact – This helps the person know that your attention is focused on him or her

10. What To Say Introduce yourself – Keep in mind that the person with Alzheimer’s disease has difficulty remembering names Introduce yourself – Keep in mind that the person with Alzheimer’s disease has difficulty remembering names Treat the person as an adult – Don’t talk down to the person. Treat the person as an adult – Don’t talk down to the person. Always be positive in your tone and in what you say Always be positive in your tone and in what you say Keep your remarks simple and concrete Keep your remarks simple and concrete

11. Help with word choices Help with word choices Try not to use many pronouns – Identify people and objects by their names Try not to use many pronouns – Identify people and objects by their names

12. How To Give Instructions Offer limited choices – Example: Would you like juice or coffee to drink Offer limited choices – Example: Would you like juice or coffee to drink Keep all directions simple – Give the instructions one step at a time. Keep all directions simple – Give the instructions one step at a time.

13. Be consistent – When you need to repeat an instruction, use the same words you used last time. Be consistent – When you need to repeat an instruction, use the same words you used last time. Demonstrate the task – This can help trigger the person’s memory Demonstrate the task – This can help trigger the person’s memory

14. Other Communication Tips Phrase questions so the person with Alzheimer’s disease can respond with a yes or no answer Phrase questions so the person with Alzheimer’s disease can respond with a yes or no answer Keep your tone of voice soft and your “volume” down Keep your tone of voice soft and your “volume” down Allow time for whatever you are saying to sink in Allow time for whatever you are saying to sink in Use your sense of humor. It is always a nice touch Use your sense of humor. It is always a nice touch

15. Don’t look for name recognition. Many individuals with Alzheimer’s disease have difficulty with names. Don’t look for name recognition. Many individuals with Alzheimer’s disease have difficulty with names. Asking “Do you know who I am?” may frustrate and embarrass the person as well as cause you disappointment.

16. Please keep in mind Dress appropriately Dress appropriately Do not play loud music or talk on your cell phone while driving Do not play loud music or talk on your cell phone while driving Keep car temperature comfortable Keep car temperature comfortable No Smoking No Smoking Do not promise an arrival time you cannot make Do not promise an arrival time you cannot make NEVER accept tips or gifts from patients NEVER accept tips or gifts from patients

17. Operate a clean and safe ambulette Operate a clean and safe ambulette Always be courteous and respectful Always be courteous and respectful ALL participants are to be escorted door to door. You must assure that the participant is safely inside their home before leaving. NEVER leave a participant outside their home. If there is a problem call National Medtrans immediately ALL participants are to be escorted door to door. You must assure that the participant is safely inside their home before leaving. NEVER leave a participant outside their home. If there is a problem call National Medtrans immediately

18. If the participant is not ready or refuses to come with you when you get to their home, you must report this to your dispatcher, who will report this to National Medtrans immediately. If the participant is not ready or refuses to come with you when you get to their home, you must report this to your dispatcher, who will report this to National Medtrans immediately. Report any incident, accident or participant injury to your dispatcher and to the National Medtrans immediately. Report any incident, accident or participant injury to your dispatcher and to the National Medtrans immediately. If you notice any change in the member’s appearance or behavior, notify you dispatcher immediately, who will notify NMN. If you are dropping the member off at the Center notify the PACE staff as well. If you notice any change in the member’s appearance or behavior, notify you dispatcher immediately, who will notify NMN. If you are dropping the member off at the Center notify the PACE staff as well.

19. It is your responsibility to properly assist the patient in a wheelchair or using a walker or cane. Their SAFETY is in your hands. It is your responsibility to properly assist the patient in a wheelchair or using a walker or cane. Their SAFETY is in your hands.

20. We thank you for your professionalism and hard work. We thank you for your professionalism and hard work. You are part of our team. You are part of our team. CenterLight & National Medtrans cannot provide high quality care for our patients without you. CenterLight & National Medtrans cannot provide high quality care for our patients without you.

21. Thank You СПАСИБО